Account Operations Manager

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Position: Account Operations Manager

Location: Hong Kong Singapore

JLL is seeking an experiencedAccount Operations Managerto oversee the operational delivery and performance of a key regional/global Data Centre Client Account. This role ensures seamless service execution compliance and continuous improvement across APAC. Reporting to the Regional Account Director the successful candidate will manage a diverse regional team drive effective account operations efficiency and innovation.

The successful candidate will be responsible for:

• Managing a diverse team across the APAC region delivering Data Centre projects and programmes of work across all disciplines

• Implementation of governance performance management and driving a culture of continuous improvement

• Oversight of and point of escalation for on account dedicated programme management teams and variable project teams (where used)

• Working with other internal stakeholders for implementation of effective operational support to our on-account dedicated delivery teams including team training engagement and performance

• Managing a diverse set of client contracts and actions: ongoing new renewals and expansions Providing superior client service

• Supporting year-on-year account growth / financial targets

Key Responsibilities:

Operational Excellence & Governance

• Lead and provide oversight to all of the regional projects and provide expert guidance and advice on all matters relating to project delivery.

Implement and maintain standardized processes ensuring compliance with client policies and industry best practices.

Promote outcomes driven culture amongst direct reports support talent mapping and growth of strong performers

Onboarding new team members (and variable project managers where applicable) into the Account including but not limited to: knowledge sharing (JLL and Client); client platform tools and access; client expectations; commercial and legal considerations; lessons learned etc.

Monitor team operational performance identify risks and drive corrective actions.

• Oversee team and account reporting and data management to support decision-making.

• Lead continuous improvement initiatives to enhance efficiency and service quality.

• Support team growth recruitment and retention strategies to ensure continuous delivery and account growth

• Meet / beat KPI targets

Tracker & Reporting Management

• Develop maintain and optimizecentralized trackers(e.g. financials KPIs risks contracts and account specific actions) to ensure real-time visibility of account performance.

• Oversee data integrity across client and internal systems (e.g. PMIS dashboards) validating accuracy and consistency.

• Partner with the Account Director to produceexecutive-level reportson operational metrics trends and strategic insights for client and JLL leadership.

Account Strategy Alignment

• Partner with the Account Director torefine and execute the account strategy ensuring alignment with client goals and JLLs service standards.

• Identify opportunities toexpand services or improve delivery modelsbased on data-driven analysis.

• Monitor industry benchmarks and best practices to elevate account performance.

• Support client reporting and engagement including regular QBR meetings

Financial Commercial Oversight

• Ensure accurate invoicing cash collection profitability tracking. And revenue forecasts

• Identify opportunities to improve margins without compromising service delivery.

• Support contract management and commercial negotiations.

Team Leadership & Development

• Manage coordinate support and develop JLL staff on the account.

• Promote a high-performance culture with a focus on client satisfaction.

• Keep track of learning and development requirements

• Coordinate talent acquisition and retention strategies with senior leadership.

Risk & Compliance

• Ensure adherence to JLL policies including ethics and business practices.

• Mitigate operational risks and liabilities through proactive governance.

• Oversee change management and communication plans.

Key Result Areas

• Client Satisfaction Scores

• KPIs

• Consistent delivery measured by reduced escalations

• Revenue growth measured by increasing fee revenue / CI

• Reapplication of learning and feedback

Key Attributes

• 10 yearsin operations account management or project/programme leadership.

• Experience inreal estate financial services data centers construction or technology sectorspreferred.

• Strong leadership skills with a track record of managingregional cross-functional teams.

• Excellent communication analytical and problem-solving abilities.

• Strong experience in managing client relationships and engagements.

• High digital literacy with a data-driven approach.

• Flexibility for travel and extended work hours as needed.

• Skills and interest in strategy and business development a strong plus.

Location:

If this job description resonates with you we encourage you to apply even if you dont meet all of the requirements. Were interested in getting to know you and what you bring to the table!

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